Customer Support Representative

5 days ago


Honolulu, Hawaii, United States Hawaiian Host Full time
Job Title: Customer Support Specialist

At Hawaiian Host, we are seeking a highly skilled and customer-focused Customer Support Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers through various channels, including phone, email, chat, and social media.

Key Responsibilities:
  • Assist customers in placing online orders through our consumer websites, ensuring accurate information collection and timely responses to queries.
  • Safeguard private customer and company information, maintaining confidentiality and adhering to data protection policies.
  • Escalate serious complaints or issues to proper channels, following up with customers to ensure resolution.
  • Update internal databases with service issue information and customer feedback, sharing insights with Product, Sales, and Marketing teams.
  • Communicate with the 3PL Account Manager on fulfillment issues and customer requests, documenting escalations in Zendesk and Shopify.
Quality Assurance:

Handles customer complaints by answering calls and responding to voice messages and emails in a professional, courteous, and timely manner.

Maintains the Customer Complaint Log in coordination with Quality Assurance, forwarding food safety-related complaints to the Quality Assurance department.

Coordinates product replacement, ensuring seamless customer experience.



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